Complaints Information
Twowaymarkets was established to provide our clients with an unrivalled trading service. Whilst we ensure that all clients are treated fairly we do realise that at times a client may be dissatisfied and may wish to raise an official complaint with our firm. We have therefore detailed below our complaints procedure for such unfortunate circumstances:
Step 1
Contact TMS Capital with an attempt to find a resolution to your dispute.
Step 2
If you feel that your dispute has not been recognised and wish to take the matter further, please write to our Compliance Officer:
TMS Capital Limited
Cranfield Innovation Centre
University Way
Cranfield
Beds
UK
Please detail as much as possible for our Compliance Officer to carry out a full investigation. This should include your full name, address, account number, times of telephone calls and as much information as possible regarding your dispute.
Step 3
Should you feel dissatisfied with the formal response received from our Compliance Officer, if classified as a retail customer, you have the right to refer this matter to the Financial Ombudsman’s Service (FOS). FOS leaflets are available upon request. They provide an independent service for settling disputes between businesses providing financial services and their customers. Their contact details are as follows:
Post:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Telephone:
Tel: 0845 080 1800
Switchboard: 020 7964 1000
International: +44 (0)20 7964 1000
Email:
complaint.info@financial-ombudsman.org.uk
Website:
www.financial-ombudsman.org.uk
